Job Description

Key Responsibilities:

• Contributing to a shared ownership of incidents, problems and requests assigned to the EUC team – putting the needs of the customer first and seeing issues through to resolution
• Troubleshooting issues using a sustained analytical and logical approach
• Ongoing maintenance and creation of application patching schedules for the client estate
• Keeping up to date with and leveraging the latest Microsoft technologies into our policy and systems management
• Manage end user system builds, images and remote deployment and asset management toolsets
• Support and maintain telephony systems and other corporate IT services used by the staff
• Contribute to improvements to Service Delivery processes and systems enhancements - using technology to increase efficiency and control within the organisation
• Deliver exceptional customer service ensuring customers are always kept informed and expectations managed appropriately
• Support and manage Active Directory ensuring that users, groups and policies are supportable and up to date 
• Perform support tasks to relevant SLAs and KPIs
• Participate actively in the successful delivery of projects and initiatives for EUC and Service Desk teams
• Maintain a focus on security and data governance while performing day to day duties 
• Work towards own and team goals, remain flexible in outlook and continually develop self to achieve objectives

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Skills, Qualifications and Experience:

We are looking for someone with a wide breadth and depth of desktop and hardware support experience in a similar technical role.

You will have a robust background in the management and provision of Microsoft Windows clients and end user systems, with experience in Microsoft 365 and Exchange Online tenant administration. 1st/2nd line technical support experience. Prioritising the customer experience and delivering high quality support in resolving end user requests and incidents. A positive, team player attitude, that focusses on developing knowledge and seeking out improvements to existing processes that could be automated or streamlined. Strong troubleshooting principles are also desired, along with a sense of ownership. You want to see things through, end to end, including the investigation of possible solutions, documenting processes and contributing to the success of the team.

Desirable:

• Mobile Device Management experience using Intune/Endpoint Manager
• Foundation certification or knowledge of the ITIL framework
• Experience in management/support of telecoms systems
• Microsoft 365 tenant administration/support experience (Teams, Exchange, SharePoint)
• Windows 11 device management
• Active Directory, Group Policy support/administration
• Asset management, vulnerability management and software deployment experience

Application of Individual Conduct Rules:

Standard of conduct is reasonable under all circumstances relating to

• Must act with integrity
• Must act with due skill, care and diligence
• Must be open and cooperative with the FCA and other regulators
• Must pay due regard to the interests of customers and treat them fairly
• Must observe proper standards of market conduct